Magic

On-demand virtual assistant services for businesses

Technical Support Specialist - Freelance

Customer SupportConfirmed live in the last 24 hours

ContractTaguig, Metro Manila, Philippines

About the Job

Requirements

A minimum of 2 years of experience in technical support, with live chat as a primary channel and omnichannel support experience.
Native-level English proficiency (C2).
Ability to adjust tone and communication style to the customer context.
Problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues.
A proactive, self-motivated communication style and initiative.
Availability to work Saturdays and Sundays, with graveyard-shift flexibility and willingness to work APAC or EU time zones based on business needs.
A computer with at least 8 GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher.
Internet speed of at least 40 Mbps.
A headset with an extended noise-canceling microphone and a webcam.
A backup computer and internet connection.
A quiet, dedicated workspace at home.

Responsibilities

Respond to customer inquiries through live chat professionally and promptly.
Provide technical troubleshooting for product features, integrations, and platform functionality.
Handle phone and email support requests when needed.
Diagnose and resolve calendar syncing, channel integration, and smart device connectivity issues.
Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features.
Resolve customer issues accurately and promptly while maintaining attention to detail.
Maintain detailed records of customer interactions, issues, and resolutions in CRM and ticketing systems.
Document recurring issues and system bugs, escalating them to appropriate internal teams.
Review and update customer information accurately.
Adapt communication style to customer needs, including patient and educational communication for new hosts and efficient, technical communication for experienced property managers.
Collaborate with team members to resolve complex customer concerns.
Follow internal support procedures and quality guidelines.
Meet or exceed quality standards set by internal teams and client assessments.
Learn new tools, processes, and product updates.

Desired Qualifications

Prior experience supporting SaaS platforms or short-term rental and hospitality tools.
Experience working with international clients or English-speaking markets.

About the Opportunity

Our client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate their operations across major booking channels like Airbnb, VRBO, and Booking.com. They provide an all-in-one solution featuring AI-powered guest communication, smart pricing, direct booking tools, and seamless integrations with smart home devices. Trusted by over 30,000 users worldwide, they're rapidly expanding their support team to maintain their reputation for reliability and exceptional customer care.

Why does this role exist?

As our client continues to scale their platform and serve thousands of property managers globally, they need a proactive, customer-focused Customer Support Specialist to ensure every user receives timely, accurate technical support. This role exists to be the frontline problem-solver who helps hosts troubleshoot product issues, resolve technical challenges, and maintain smooth operations across their rental businesses. The ideal candidate will combine strong technical aptitude with exceptional communication skills to deliver consistent, high-quality support that reflects the company's commitment to customer success—and shows strong potential to grow with the team as they expand in the coming months.

Tasks and Responsibilities

Customer Support via Live Chat (Primary Channel)

Respond to customer inquiries through live chat with professionalism and speed
Provide technical troubleshooting for product features, integrations, and platform functionality
Handle phone and email support requests when needed to ensure comprehensive coverage

Technical Issue Resolution & Troubleshooting

Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
Ensure timely and accurate resolutions while maintaining attention to detail in all interactions

Documentation & Escalation Management

Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
Document recurring issues and system bugs, escalating them to appropriate internal teams
Review and update customer information with strong attention to detail

Communication & Tone Adaptation

Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers
Maintain a professional yet personable tone across all customer touchpoints
Collaborate proactively with team members to resolve complex customer concerns efficiently

Quality Assurance & Process Adherence

Follow internal support procedures and quality guidelines to deliver consistent service
Meet or exceed quality standards set by both internal teams and client assessments
Demonstrate adaptability and willingness to learn new tools, processes, and product updates

Required Qualifications:

Minimum 2 years of experience in technical support with live chat as a primary channel (omni-channel support experience required)
Native-level English proficiency (C2) with exceptional written and verbal communication skills
Proven ability to adjust tone and communication style based on customer context—from professional to personable
Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
Experience working with international clients or English-speaking markets (nice to have)

Schedule:

Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs.

Compensation & Benefits:

Rate starts at $2.50 to $5.00 per hour
Paid time-off
13th month pay
HMO benefits
Payment is made via Deel

Equipment:

Candidate must have the following WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home

About the Company

Magic

On-demand virtual assistant services for businesses

Magic delivers on-demand virtual assistant services tailored to businesses. It operates on a subscription model where clients pay for the hours worked by virtual assistants, with 24/7 support and custom solutions designed to streamline operations and boost productivity. The service works by clients subscribing to a plan, assigning tasks to VAs who handle the workload within agreed hours, and incurring additional charges for specialized tasks or services. A referral program rewards clients with cash or service credits for successful introductions. Compared to competitors, Magic emphasizes continuous availability, customized task handling for different business needs, and a straightforward hourly-based pricing structure that scales from startups to large enterprises. The overarching goal is to help clients run operations more smoothly and efficiently while building long-term relationships through ongoing subscriptions and referrals.

Company size: 1,001-5,000
Company stage: Series A
Total funding: $39.1M
Headquarters: San Francisco, CA
Founded: 2015

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